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All Journal Studi Akuntansi, Keuangan, dan Manajemen IIJSE
Binarin Tirto Andika
Universitas Islam Indonesia, Yogyakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Perceived Experience, Value, and Customer Satisfaction on Customer Loyalty at Gojek Indonesia Farid Paramesta; Binarin Tirto Andika
Studi Akuntansi, Keuangan, dan Manajemen Vol 5 No 3 (2026): January
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/sakman.v5i3.5662

Abstract

Purpose: This study aims to analyze the influence of perceived experience and perceived value on customer loyalty among Gojek users, with customer satisfaction as a mediating variable. Methodology/Approach: The study uses a quantitative approach with data collected from 210 respondents through an online questionnaire distributed via Google Forms. The sampling technique applied was purposive sampling, and data were analyzed using Structural Equation Modeling (SEM) with the AMOS program. Results/Findings: The findings reveal that perceived experience and perceived value both have positive and significant effects on customer satisfaction and customer loyalty. Moreover, customer satisfaction positively mediates the relationship between perceived experience and customer loyalty, as well as between perceived value and customer loyalty. Conclusions: Customer satisfaction plays a crucial mediating role in strengthening the link between perceived experience, perceived value, and customer loyalty. This indicates that experiential and value perceptions are key drivers in building long-term loyalty among online transportation users. Limitations: This study is limited by the number of respondents and variables, focusing only on perceived experience, perceived value, customer satisfaction, and customer loyalty. Contribution: The research provides managerial implications for online transportation service providers, particularly Gojek, by emphasizing the importance of enhancing customer experience and perceived value to increase satisfaction and loyalty.
Hedonic Value and Attitude Toward Purchase Intention Among Generation Y and Z Maulidaninta Queen Nayla; Binarin Tirto Andika
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.8545

Abstract

This study aims to analyze the factors influencing purchase intention by examining the roles of attitude, perceived behavioral control (PBC), perceived hedonic value (PHV), perceived utilitarian value (PUV), and subjective norm (SN). The research employs the Partial Least Squares Structural Equation Modeling (PLS-SEM) method to test both the measurement model (outer model) and the structural model (inner model). Data were collected via survey and analyzed through convergent and discriminant validity assessments, reliability tests, collinearity diagnostics, and hypothesis testing using t-statistics and p-values. Results indicate that all constructs exhibit adequate validity and reliability, with outer loading values exceeding 0.70 and the highest AVE observed in the SN construct (0.724). The R-square for purchase intention is 0.953, indicating that the model robustly explains the variability in purchase intention. Hypotheses were supported for the influence of PUV on attitude (t=3.537; p=0.000), PHV on attitude (t=9.664; p=0.000), PHV on purchase intention (t=47.893; p=0.000), and attitude on purchase intention (t=6.366; p=0.000). However, the direct effects of PUV, SN, and PBC on purchase intention were not statistically significant. These findings underscore the pivotal role of hedonic value and consumer attitude in shaping purchase intention, offering practical implications for marketing strategies that emphasize emotional appeal and consumer perception.
Co-Authors Farid Paramesta Maulidaninta Queen Nayla